CryptoLeo Casino - A retirada do jogador está atrasada devido a problemas com documentos.

Hi,

This casino group seems to be giving me hassle for documents. I deposited and played with a deposit bonus, completed wagering and finished off with a winning of 4002€. I withdrew on 14th March, and it failed. I uploaded proof of payment as asked and pay slips and sent source of funds, and completed a questionnaire sent by the casino. I was asked for source of funds again, as my document did not have my Iban in the transaction history, I explained that this is not possible and sent over detailed explanations and screenshots of what I have. Mifinity does not provide statements with the Iban on it, this is beyond my control.

Dear rjcooney,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Could you please advise which documents you have already provided and when you sent the last one?
• Have any of them been approved already?
• Were there any specific deadlines given by the casino for submitting your documents?
• Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

21/05/25 is when I sent the last document they asked for. Iv sent proof of address, proof of payment info, source of funds, screenshots of the funds they are questioning ( I won it at Mr. Green Casino) Iv sent them screenshots from the casino, also my Mifinity account transaction history, but this is what they have an issue with as the document does not have my Iban on it, but I have sent screenshots of my Iban and account info because Mifinity does not provide statements with the Iban number visible. Iv also sent over the email from Mifinity stating that they don't do this, and to send the casino the screenshots together with the transaction history statement.

It seems all have been approved besides the source of funds due to the Iban not being present. (but this is beyond my control)

No, there were no deadlines given.

Yes, everything was given as soon as possible considering my working hours and family commitments.

Thank you very much for your reply, rjcooney. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Sent. Thanks.

Dear rjcooney, would you mind forwarding me the full communication between you and the casino? I received only one email containing one phrase: "We cannot accept these documents because they do not show the bank account number." Please let me know if I overlooked it if you have sent me more emails.

Hi Natalie, sorry not sure what happened, I have emailed you the screenshots. Thanks.

Thank you very much, rjcooney, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi can we get the casino in?

Hello, rjcooney,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail?

What exactly does the casino need to complete the user's verification, and why? A clarification for why the casino needs such a document and what details should be visible there, and why, could help us to understand the casino's requirement.

Thank you.

Hello!

We would like to inform you that, in order to proceed with the verification process, we require the bank statement ending in **17859, displaying visible transactions for a period of three months.

Although documentation has been submitted, the provided duration does not meet the specified requirement.

To continue with the process, we kindly request that rjcooney provide structured screenshots from the "Transactions" section of the MiFinity account, covering a full three-month period and clearly displaying the relevant transactions.

Once the requested documentation is received, it will be reviewed promptly and an update will be provided.

Thank you for your understanding and cooperation.

Best regards,

CryptoLeo Casino

Dear CryptoLeo Casino Team,

Thank you for your email regarding the verification process.

I would like to clarify that all the requested documentation, including the bank statement ending in **17859 and screenshots from the "Transactions" section of my MiFinity account, has already been submitted. You can see the creation date of my account in the provided documents, which should demonstrate that the transaction history covers the necessary period. The MiFinity report I sent, dated 7 May 2025, includes all transactions since the account was created, though it is limited to the last 90 days of payments as per their policy. This is the fullest extent of the documentation MiFinity can provide, and I have no additional records to offer.

I have attached screenshots confirming that this information has been received by your team, along with further documents to support my case. You already have full access to everything I can provide, and there are no more documents, including pay slips or other source of funds details, that I can give. MiFinity is my only option for withdrawal to this account, and I am unsure why you need the source of funds for this account when the transaction history should suffice for verification.

I am copying Casino Guru on this email and kindly request their assistance. Could Casino Guru please help explain why CryptoLeo requires the source of funds for my MiFinity account? The demands seem excessive given the documentation already provided, and I seek an objective review to ensure this process is fair and reasonable.

Hello? How long is this taken?

IN my similar case to there sister site I already provided enough for them.

Can you update me casino guru?

Greetings all,

Thank you for your email, rjcooney, and I am sorry for the delay.

Dear CryptoLeo Casino Team,

Can you please review the information above from the complainant and his documents, as well as the last documentation he sent to the casino, and provide us with an update? How should he proceed further?

Thank you. Looking forward to hearing from you.

Im still waiting as to what I need to do next?

Hello!

We would like to confirm that we have received the documentation and reviewed it prior to submitting our request.

However, our need for verification remains, as the screenshot provided did not include all transactions and was not presented in the required format.

To proceed with the verification process, we kindly request that you provide full screenshots from your MiFinity account ending in **7859. These should be taken from the "Transactions" section of your MiFinity account, covering a complete three-month period, and must clearly display all relevant transactions.

Thank you for your attention to this matter and your understanding.

Best regards,

CryptoLeo Casino

You already have this?

|

I can upload max 3 screenshots



I sent all by email to guru and cryptoleo

Thank you

Dear rjcooney,

Have you already got an update regarding the last provided documents?

If they were rejected again - it should be possible to generate an original bank statement/transaction history from a MiFinity account for the period in question. Can you please try that, provide it to the casino, and inform us about updates?

If you do not know how to do it, I strongly recommend you google it and follow the manual/instructions. It is very easy to find the manual.

Thank you. Looking forward to hearing from you.

All has been sent already for months ago. They just keep asking for the same thing

They have this statement I sent out all the screenshots from mifinity with the transactions there is nothing more to give.

I also sent you an email.

Yes, rjcooney, and I am afraid they will request it until you provide it following their instructions.

Thank you for your email. However, it appears you attached there a bank statement/transactions history from a completely different account - ending **8956/**3142.

The casino clearly requested a bank statement for the payment method/account ending **7859. How could they verify it with the document you provided?

Furthermore, although I can see your complete name/surname in your screenshot, there is no information about the account number that the casino would like to verify at all...

Can you please look at my previous post and inform us if you are able and willing to provide the casino with the required document, following their instructions and conditions for the document?

Alternatively, please inform us once the required document is delivered to the casino.

Please note that if you keep avoiding providing the requested, I will be forced to think about complaint closure/rejection.

Thank you. Looking forward to hearing from you.

Dear rjcooney,

Thank you for your response and email with additional documentation.

I do not think there was confusion on the casino's side regarding the provided document/screenshot. I simply noticed that you provided a PDF statement/transaction history from MiFinity, which you received from MiFinity via email, however, showing transactions from 2 accounts, different from the account for which the casino requested the documentation. At least the provided documentation looks like that.

As for turning to the gaming authority - we do not do it. Users have to do it on their own. Therefore, if it is needed, I will provide you with instructions. However, we will not and basically cannot do it instead of you.

Dear CryptoLeo Casino Team,

Can you please be more specific regarding your claims, and provide the user with clear information and instructions for the requested documentation, especially regarding all the conditions/requirements, and what was wrong with the previously provided documents? What exactly does the casino expect the documentation should show, and what exactly was wrong with the previous documents? It would be highly appreciated if you could clarify it in more detail and guide the user with all the necessary information he needs to complete the KYC. Obviously, he still does not understand what was wrong with the previously provided documents, and what exactly the casino still needs from him.

"However, our need for verification remains, as the screenshot provided did not include all transactions and was not presented in the required format.

To proceed with the verification process, we kindly request that you provide full screenshots from your MiFinity account ending in **7859. These should be taken from the "Transactions" section of your MiFinity account, covering a complete three-month period, and must clearly display all relevant transactions."

• What "all transactions" are we talking about?
• What is "the required format" for the casino to accept the document(s)?
• Do I understand correctly that the documentation can be provided in the form of screenshots? If so, what should the screenshots show, and what are other conditions/requirements for the documentation so the casino can accept it?
• If I understand it correctly, the IBAN ending **7859 is a virtual IBAN, which is usually used for top-up MiFinity accounts. Why does the casino need to verify it, and/or transactions related to it? Did he use it at CryptoLeo Casino at any point? If so, how did he use it at the casino, and what exactly does the casino need to verify with the required documentation regarding this IBAN?
• He provided his transaction history from his MiFinity account as a PDF document, and it looks like the MiFinity team sent this document to the user via email, and we are likely talking about an original/unedited document from MiFinity. In combination with all the previously provided documents, what was wrong with the PDF statement/transaction history?

If it is more convenient for you, feel free to provide us with more details and an explanation via email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

I just tried to withdraw again.

They asking me for the bank statement of mifinity again 3 months history.

This has already been provided.

Also not deposited with mifinity on there site.

Hope they can come join the conversation again.

Hello!

We require documentation for the bank account ending in **7859, as a withdrawal attempt has been made to this account.

The previously submitted bank statement cannot be accepted, as it does not display the account holder’s name or the specified account number.

As an alternative, we can accept screenshots from your MiFinity profile, as it does show both the account holder’s name and the bank account number. Please ensure the screenshots are taken from your Transaction section, and the following steps are followed:

• The screenshots must cover at least three months of transaction history (preferably March, April, and May).

• The screenshots should be well-structured and continuous, showing at least one overlapping transaction from your previously submitted screenshots to confirm no data has been omitted.

• Partial screenshots will not be accepted.

If you have a large number of screenshots, you may email them to us directly at support@cryptoleo.com, and we will forward them to the appropriate team for review.

Should you have any further questions or require assistance, feel free to contact us.

Best regards,

CryptoLeo Casino

They have everything from this already long time in their possession.

Could you please confirm this? @cryptoleo.

Casino guru seen the proof.

Greetings all,

Dear rjcooney,

Thank you for your email. However, I can see only the same screenshots again. If they were rejected, it makes no sense to provide the casino with the same screenshots. In addition, I dare to agree with the casino. Your screenshots are inconsistent/discontinuous. Some transactions/dates are completely missing, or at least it is impossible to see that there were no other transactions between some dates in the transaction history.

Can you please try this manual to get a PDF or to follow the casino's instructions?

"To view your MiFinity transaction history in PDF format, you'll need to access it through your MiFinity eWallet account: log in, navigate to the eWallet section, and then the Transactions tab. If you're limited to 90 days of history, ensure you log in with a verification code (two-factor authentication) to access the full transaction search. You can then filter transactions by date range or other criteria to view your desired history. While MiFinity doesn't directly offer a PDF export of the transaction history, you can utilize the Transaction Search feature and then potentially use your browser's print or save function to create a PDF."

It is easy to save a PDF by "print" option in your browser and choosing the correct option ("save as a PDF") instead of a printer.

Alternatively, would it be possible for you to simply log into your MiFinity account and record your screen while searching for everything the casino needs to verify?

Feel free to let us know once you follow my instructions, and/or if it was possible for you to get something relevant for the casino.

I recommend you send everything to the email that the casino representative mentioned in their last post.

Thank you. Looking forward to hearing from you.

Dear CryptoLeo Casino Team,

In the meantime, I have a few additional questions.

You claimed that the casino would like to verify an account the user attempted to use for a withdrawal (**7859).

What is the reason behind verifying this account if the withdrawal was not successful, or if it was only an attempt and the user cancelled it himself? Did he cancel it himself, or did the casino reject it, please?

Was the IBAN in question used in another account or by a different user at CryptoLeo Casino?

Can you explain in more detail why the user's PDF document (bank statement/transaction history) is not sufficient for verification?

Would this screenshot (below) be enough to verify the ownership of the IBAN? Is it possible he only made a mistake when requesting a withdrawal and entered an incorrect IBAN?

Thank you. Looking forward to hearing from you.

It is easy to save a PDF by "print" option in your browser and choosing the correct option ("save as a PDF") instead of a printer.

This is an empty page when I save it.

I already provided the orginal pdf statement that comes from the email itself.

I downloaded the webpage and will email it.

I sent a video of my transactions. This is the most weird verification I done in my life.

" I dare to agree with the casino. Your screenshots are inconsistent/discontinuous. Some transactions/dates are completely missing, or at least it is impossible to see that there were no other transactions between some dates in the transaction history."

You have seen what I sent to casino full transaction list of pdf EVERYTHING what is possible if they want to question me for some transaction I can give easy. Just keeping rejecting and sending generic replies.

Thank you for your emails and the documentation, rjcooney. I sincerely believe you also sent the video recording to the casino.

In combination with your screenshot showing the IBAN they need to verify, it could be enough. However, let's wait for the casino's response and an update after reviewing the documentation, with the video recording.

Could you please create a similar video that would show the IBAN in question (ending **7859), and forward it to my email and the casino?

Thank you.

I done that when are they going to respond?

Dear rjcooney,

Thank you for providing the video recording. It has been forwarded to our dedicated team for review.

We will update you shortly with the outcome.

Thank you for your patience and understanding.

Best regards,

CryptoLeo Casino

Due to the unavailability of the resolver, the complaint has been forwarded to Kubo, who will further assist you in solving the case.

Dear rjcooney,

Please provide us with an update after the casino has contacted you with their feedback on the latest documents.

Thank you. Looking forward to hearing from you.

I not get anything.

They suspended my account that is new. @cryptoleo ?

Can the manager please explain what is going on?

Hello Everyone,

My name is Kubo, and I’ll be handling your complaint moving forward.

Dear CryptoLeo Casino,

Could you please provide clarification regarding the current status of this case? Specifically, I'd appreciate an explanation of the reasons behind the recent suspension of the player’s account.

Thank you for your cooperation.

They just get me the same mail that they want me to provide a mifinity statement!!

Why they not fix this??

Dear rjcooney,

Please provide us with a transaction history statement from your MiFinity account, as there are discrepancies between the video and screenshots you sent earlier. The statement should cover the last 3 months (90 days).

Your account is currently suspended per administrative decision. Please note that this only limits your ability to make deposits and access games. All other functionalities of your account are still operational.

Dear Kubo,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

CryptoLeo Casino

Lol man what is this?

What discrepancies??? bigger chance that you just can't read the 2 balance statements there is NOT SUCH a thing.

Or discrepancy also this for making a withdraw. Please just change the iban for me so I can withdraw and we are done.

I sent a email to mifnity because I think cryptoleo just don't understand it works you have 2 ewallets and you can transfer between 2 wallets in my OWN account

THIS IS NOT FAIR.

Be accused of a liar. They don't know what they are talking about? Casino guru can we get a responds please.

Dear CryptoLeo Casino,

Thank you for your email and for providing the additional context.

Dear rjcooney,

I have carefully reviewed the casino’s latest message and did not see any accusations suggesting dishonesty. Because of this, your current tone seems unnecessary.

Could you please confirm whether you have already obtained your transaction history from MiFinity customer support and shared it with the casino?

Thank you.

Dear rjcooney,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I only shared from mifinity I can share you all the links from there secure server so that you can see that it is all real.

I did nothing to edit or manipulate the documents.

I will cooperate in any way.

In my opinion this casino just not like to lose money.

Dear CryptoLeo Casino,

Could you kindly confirm whether you have received the newly requested documents from the player?

Thank you for your cooperation.

Dear rjcooney,

Please be advised that we have requested a transaction history report covering the last three months. Unfortunately, the uploaded screenshots do not meet this requirement and therefore cannot be accepted.

You may download the transaction history for the past three months directly from your account. Alternatively, you may contact support, and they will assist you in obtaining the necessary documentation.

Thank you for your understanding.

Best regards,

CryptoLeo Casino

@Kubo what are they asking?

I not understand I provide the pdf and the video of the transaction and now they are asking for the same thing.

Mifintiy account is from 7 march maybe that why you not have 90 days?

Dear rjcooney,

Could you please send me the same Luxon bank statement that you provided to the casino? Kindly send the original file to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

I am not sure. Why we go all the way back to the first verification what has been approved already.

First it's about Mifinity now it's this document.

This becomes a circus.

First they have to verify a withdrawing bankstatement. Now I need to do everything all over again? Is this going to end?

Dear rjcooney,

It appears that one of your deposits was made using a different payment method — a card ending in **4861, in the amount of €950. This card seems to be a prepaid card.

Could you please confirm whether you recall making this payment to the casino? Additionally, can you confirm if you have been asked to, and have submitted, proof of ownership for this card?

Thank you for your cooperation.

I played with luxonpay 4861 that is this card.

I aslo made a deposit with skrill.

The 950 comes from that statement where crypto leo is in possesion from.

I think its not so hard. This complaint is running for 3 months.

Dear rjcooney,

I’ve reviewed the bank statement you provided, but I wasn’t able to locate the deposit in question. Could you please clarify why this transaction does not appear on the statement?

Thank you.

These are my deposits.

These are the payments deducted 1 day later I think

Kubo can you check?

Dear rjcooney,

Thank you for your clarification. It may indeed be the deposits in question; however, even if that’s the case, there still appears to be a €50 discrepancy between the sent amount and what is recorded in the casino’s system. Let’s look into this further.

Dear CryptoLeo Casino,

Would it be possible for you to cross-reference these payments using the recipient/payment ID to confirm whether the transactions sent are the same as those received on your end?

Thank you for your assistance.

Or maybe it's luxonpay it's on the statement they miss code there own payment providers. Can we move along please.

I not understand what is the issue here.

Hello!

We apologise for the confusion caused in our previous communication. In our last response regarding your transaction history report, we referred to the MiFinity document in PDF format rather than the screenshots you had provided.

As this document is not a bank statement and does not display your name or IBAN, it cannot be used to independently verify account ownership. But it does show the eWallet numbers.

For this reason, we kindly request that you provide a full screenshot from the eWallets page in your MiFinity account, showing all your eWallets clearly. Please ensure the entire screen is visible in the screenshot so that we can confirm ownership.

Thank you for your cooperation and understanding.

Kind regards,

CryptoLeo Casino

DO you not read the thread? This has been provided 5 times. Kubo we are going in circles can you please help?

Dear CryptoLeo Casino,

I must agree with the player in this case - he has already provided sufficient evidence, including screenshots from his MiFinity account and a recording showing all wallets and transactions within the specific wallet used to fund his casino account.

Please review all documentation submitted so far and kindly specify exactly what additional information or documents you require, as it currently appears that the player’s funds are being withheld without clear justification.

Thank you for your cooperation.

Dear rjcooney,

We would like to inform you that we have not yet received a screenshot showing all your eWallets from your MiFinity account.

Please note that the provided statements do not display your name or IBAN, making it impossible to determine ownership. However, since the statement does include eWallet numbers, ownership can be accurately verified once we receive the requested screenshot of the relevant page.

To resolve this matter, we kindly request your cooperation, as the required document can be easily provided.

If you have any further questions, please do not hesitate to contact us.

Best regards,

CryptoLeo Casino

Jakub they got everything you seen the proof. Even if I give it now they would write another AI reply.

Dear CryptoLeo Casino,

I wanted to follow up regarding this case, as it seems we may have reached a bit of an impasse. The player has already provided all the requested materials, including screenshots and a screen recording showing all transactions from each MiFinity wallet. They also shared a screenshot from his MiFinity account displaying the IBAN and full name, despite your previous comments.

Most of the evidence is available within this thread, while the rest was submitted via email. It’s possible that some of the materials were overlooked, so I kindly ask that you review everything once more. Please note that we won’t be able to keep this complaint open indefinitely, so your cooperation in revisiting the provided documents would be greatly appreciated.

Thank you for your time and understanding. I look forward to your response.

Hello!

Following a detailed review of all documents submitted to date, we must inform you that they cannot be accepted, as they do not meet the required standards. Specifically, the files provided do not constitute a valid bank statement in PDF format containing your name and IBAN. Please note that a transaction report is not considered an acceptable substitute for a bank statement.

After internal consultation, it has been confirmed that MiFinity is fully able to issue the required document upon request through their support team. Due to this, we kindly ask you to contact MiFinity Support and request the following:

A bank statement in PDF format, which must include:

• Your full name
• Your IBAN
• A complete list of transactions covering at least the three months preceding your first deposit to the casino

This document is mandatory for the continuation and completion of your verification process. Please ensure that the document provided strictly follows these specifications.

Thank you for your understanding and prompt cooperation.

Best regards,

CryptoLeo Casino

Casino guru mifinity isn't a bank they don't provide what they require also I never made any deposit with this just a withdraw.

It's going around in circles.

" A complete list of transactions covering at least the three months preceding your first deposit to the casino"

They have this already? Casino guru could you please tell me why they keep asking the exact same thing

They all have it and has been approved.

Dear CryptoLeo Casino,

Once again, the player has already submitted a comprehensive set of documents confirming ownership of his MiFinity account, including a detailed video recording showing all wallets and transactions. While I fully understand and agree that a transaction report cannot serve as a substitute for a bank statement, screenshots supported by a screen recording are a standard and widely accepted method of verifying e-wallet account ownership.

The player has also received confirmation from MiFinity’s official support that the document you are requesting is not issued by them. However, you have stated otherwise. Could you please clarify where this information originates from, given that MiFinity’s official support team has denied the existence of such a document?

We cannot keep this complaint open indefinitely, and we cannot support your position when the requested documentation appears to be impossible for the player to obtain. Therefore, I strongly urge you to review the submitted documents once again rather than requesting materials that do not exist. From our perspective, the documents provided so far are sufficient to confirm the player’s ownership of his MiFinity account.

I look forward to your response.

Thank you KUBO

Six months into this complaint and start from the bottom all over again.

It's just time to pay me 🙂

Hello!

The documents provided are not required to confirm whether account 7859 belongs to the player. What we do require is a bank statement covering a period of three months that overlaps with the gaming activity. This is a standard verification request in line with our AML procedures.

This request has been made again because we have previously received similar documents from other users. In the player’s email, the response from Mifinity stated that they do not issue confirmation letters; however, this is not the document we requested.

Please be informed that all the documentation submitted so far is currently under review, and this process will take longer than initially expected. We strongly recommend that the player contacts Mifinity support directly and provides us with a screenshot that clearly shows both the specific request and the response received.

All actions within this verification process are strictly carried out in accordance with the applicable terms and conditions. We will provide an update as soon as possible.

Best regards,

CryptoLeo Casino

Forwarded a new email.

Dear CryptoLeo Casino,

Could you please clarify what the MiFinity bank statement is supposed to look like? As far as we are aware, MiFinity does not provide a traditional bank statement - only a transaction history table, which you previously declined to accept. The same document has again been supplied to the player directly by MiFinity support.

Are you perhaps referring to a bank statement from the player's own bank, used to fund his MiFinity account?

Thank you.

Dear rjcooney,

Could you please log in to your MiFinity account and select "More" from the bottom menu, then choose "Statements"? After this, please select your eWallet, then "Statement of account," and choose a custom period covering March through May. Please repeat the same steps for your second eWallet as well. The relevant statement should be sent to your email within a few minutes.

Kindly provide us with the following documentation by following the steps mentioned above, and we would appreciate it if you could also include a screenshot or copy of the email with the received files, clearly showing the sender’s email address, the date, and the attached files.

As previously mentioned, the document from MiFinity is required in statement format, as this has been successfully provided by other players, rather than as a transaction history report, since the format and information displayed differ.

You can send the documents to our email at support@cryptoleo.com with the subject "CasinoGuru," or upload them to your verification tab.

Thank you for your understanding.

Best regards,

CryptoLeo Casino

They already have everything I sent it again. Casino guru some help please we are going in circles. All has been provided triple times.

Dear rjcooney,

I understand your frustration. However, I must ask you to comply with the casino’s most recent instructions. Although you have already completed this step before, it genuinely appears to be the final requirement needed to resolve the issue. The newly generated document will include a current timestamp, which I believe may help move the process forward.

Please make sure to CC me in your message to the casino that contains the statements (jakub.m@casino.guru).

Thank you for your continued patience.

Dear rjcooney,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Wow but we are going in circles also I send everything on the moment from the request.

Dear rjcooney,

I understand your concerns; however, the requested document has still not been provided. The casino has explicitly requested an official account statement, yet you continue to share a list of transactions that does not contain any MiFinity branding.

To better understand your claim that it is not possible to generate such a statement, I created a MiFinity account myself. Contrary to your assertion, I was able to quickly locate and generate an account statement that fully complies with the casino’s instructions.

The statement should appear as follows:

Therefore, I kindly ask you - once again and for the final time - to provide the proper account statement in accordance with the instructions already given.

Thank you for your cooperation.

Dear rjcooney,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sent.

So everybody is waiting 6 months untill mifinity has a new way to download a statement. Hopefully we can finally resolve this.

Greetings!

We want to let you know that we've received and approved your bank statement for account -**17859 with list of transactions.

However, we want to ask you to to clarify the nature of transactions "Virtual IBAN Deposit" and "Pay Any Bank" in the bank account **8956.

Really I already provided everything they just ask me the same thing over and over.

Dear CryptoLeo Casino,

Could you please clarify what is currently required from the player? Additionally, we would appreciate an update on when the player can expect the payment to be released.

Thank you.

Dear rjcooney,

We would like to inform you that, as previously mentioned, the document you provided in the requested format has been accepted.

​

However, we do need some clarification about the transactions mentioned in the email: "Virtual IBAN Deposit" and "Pay Any Bank".

Since these transactions were made during your time with the casino, we are required to identify their origin as part of our strict AML procedures, which are shown at the bottom of our site.

This is the first time we are asking for this information, as before only the correct document format was needed to move forward.

Could you please explain the nature of those transactions? Additionally, we look forward to finalising the verification process as quickly as possible, but this is only possible with your cooperation in this matter.

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Please send your answer as a reply to our email, so we can review it as soon as possible and avoid any further delays.

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Thank you for your understanding.

Best regards,

CryptoLeo Casino

Dear CryptoLeo,

Could you please be specific about which transaction amounts and dates you are referring to. Thanks.

Hello rjcooney,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

This takes really long. I provided all there is and it seems this casino group does it with every player. It's clear to see where my money is coming from.

Please what is going on here??? we are 8 months in this complaint.

Dear CryptoLeo Casino,

To clarify the matter in detail, the transaction types visible in the MiFinity statement are standard and well-documented:

• Pay Any Bank is MiFinity’s feature used to process bank transfers via MiFinity’s own payment flow, typically for outgoing transfers from the MiFinity wallet to a bank account.
• Virtual IBAN Deposit refers to incoming bank transfers made directly from a bank account to the player’s personal MiFinity virtual IBAN, which is effectively the primary method of funding the MiFinity eWallet via SEPA or international bank transfer.

In this context, outgoing transfers from MiFinity (e.g., Pay Any Bank withdrawals) should not be particularly relevant for source-of-funds verification, as they do not demonstrate how the MiFinity account itself was funded. The relevant transactions for verification purposes would logically be the incoming deposits to the MiFinity account, namely the Virtual IBAN deposits (and any other incoming funding methods, if applicable).

To avoid further misunderstanding and delays, please clarify the following points explicitly:

• Exactly which transactions you need to have verified (e.g., Virtual IBAN deposits only, Pay Any Bank incoming transfers, etc.)
• What form of documentation you require for each transaction type (e.g., bank statements, MiFinity history export, screenshots, etc.)
• Whether outgoing transfers from MiFinity are relevant to the verification process, and if so, how.

Providing this information clearly will allow the player to submit the correct documentation without unnecessary repetition or ambiguity and will help move this verification process forward efficiently.

Thank you for your cooperation. I look forward to your detailed response.

Hello!

We would like to clarify that we require documents covering the full 3-month period (March, April, May, and June), which aligns directly with your activity in the casino. As your Mifinity statements begin in late March, documents for these months are specifically needed.

Please provide documents from your bank clarifying both transaction types:

• Virtual IBAN Deposit

• Pay Any Bank

This is a necessary step in accordance with our Anti-Fraud Policy (as outlined in our Terms and Conditions) and standard AML practices.

Once the nature and origin are confirmed, suitable documents could include:

• Casino winnings: Transaction statement or screenshot from the casino.

• Personal deposits: Bank statement showing the wallet top-up.

At this stage, we just need clarification on those transactions. Please reply with the details so we can proceed with verification as swiftly as possible.

Best regards,

CryptoLeo Casino

Dear CryptoLeo,

As Kubo has mentioned "In this context, outgoing transfers from MiFinity (e.g., Pay Any Bank withdrawals) should not be particularly relevant for source-of-funds verification, as they do not demonstrate how the MiFinity account itself was funded." So what is the need for this info??

I need the casino to please be absolutely specific as to what transactions they are referring to , the exact date and amounts. The only 2 types of transactions on the Mifinity statement are called Virtual Iban deposit and Pay Any Bank, there are 3 pages of this, and I think its totally unnecessary to provide info on each and every incoming and outgoing payment for the 4 months you are requesting.

Hello rjcooney,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear CryptoLeo Casino,

I am concerned that we are not making meaningful progress toward resolving this matter. While the nature of the transaction types can be verified quickly through standard sources, you continue to require formal confirmation from the player’s bank. This request appears unnecessary and is causing additional delays in the resolution process.

In the meantime, the player has submitted the requested screenshots of winnings from other casinos to substantiate several incoming transactions to his MiFinity account. Could you please confirm whether these documents have been reviewed and whether they satisfy your requirements?

We would appreciate your prompt attention to this matter and look forward to your guidance on the next steps needed to resolve the issue.

Thank you for your cooperation.

Hello!

The provided documentation has been reviewed; however, two of the relevant transactions are missing from the statement, and our previous questions remain unanswered. We would like to further clarify that we specifically require an explanation of the transactions related to the e-wallet ending in 8956, in order to narrow down our request as much as possible.

These clarifications are necessary to ensure that the funds used for these transactions originate from a legitimate source, in line with our regulatory obligations. Since this payment method was used in our casino, the verification process for it cannot be skipped. The continued refusal to provide the requested documentation and clarification regarding the origin of these transactions understandably raises additional concerns.

Please note that the progress of the verification process depends heavily on the player’s cooperation. Significant delays have occurred due to the non-submission of documents that we have clearly indicated are required and available, as well as the refusal to clarify the origin of the transactions, which creates further unnecessary delays.

We are committed to completing the verification process as quickly as possible; however, this is only achievable with full cooperation. The requested documents and information are required in strict accordance with the Terms and Conditions accepted upon registration and with applicable AML regulations.

Thank you for your understanding and cooperation. Should you have any questions about the type of documents needed or how to obtain them, please let us know, and we will be glad to assist.

We remain available to assist you with this process; however, we can only proceed once the outstanding documents and clarifications have been provided, as required under our Terms and Conditions and applicable AML regulations.

Best regards,

CryptoLeo Casino

Dear CryptoLeo,

The screenshots clearly show that they are casino winnings, what more of an explanation do you require? I have requested the proof for the 288€ from Spinline casino, i have to wait for their response. You say that 2 transactions are missing, which 2, what amounts and dates are you referring to? Also to clarity, I have not refused to provide you with the requested documents, I have sent over whatever you have asked for, even though some of your requests have been vague and not clear, or unnecessary.